Customer Care Agent at Co-operative Bank of Kenya

CUSTOMER CARE AGENT (REF: CCA/04/24)

Job Purpose:

The Customer Care Agent will be responsible for providing and promoting a professional, high-quality frontline customer-focused service by efficiently handling in bound & outbound calls, correspondences at the SACCO, resolving customer queries in a timely manner, cross selling the SACCO products all geared towards increasing the SACCO profitability and upholding world-class service.

Reporting to the HR and Administration Officer.

Job Type: Contract – Two (2) Years

Main Duties and Responsibilities

• Updates the Member complaints register daily to reflect the nature of the complaint and resolution provided;
• Respond to Member queries and complaints, through telephone, email, and WhatsApp;
• Interacting with the Members to provide them with relevant system-related information to address inquiries regarding and or emanating from system-related products and services;
• Receiving walk-in clients;
• Resolving product or service-related problems and handling of Member complaints in accordance with the SACCO’s guidelines and policies;
• Collecting customer information and analyzing customer needs;
• Doing weekly, monthly, and annual reports to the supervisor regarding customer service;
• Handling clerical tasks and any other duties that may be assigned from time to time.

Qualifications & Experience

For appointment to this grade, the employee must have;

• Degree in Public relations, Communication or Business Management from a recognized university.
• A diploma in cooperative management is an added advantage.
• Experience working with an ERP Software.
• Must be able to work in a fast-paced environment.
• A minimum of two years of progressive working experience in customer service, marketing or administrative function in a related organization (SACCO).
• Excellent oral communication skills are required to speak effectively and with diplomacy to Members.